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Service Desk / Monitoring Analyst - Lithuania

IT roles
Ref: 37 Date Posted: Tuesday 22 Jan 2019
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IT Service Desk / Monitoring Analyst

Based Vilnius

 

Pulsant delivers dynamic cloud solutions, expert colocation and infrastructure services to customers across several key industry sectors in the UK and Lithuania.  

 

In 2017, Pulsant acquired LayerV, a specialist public cloud solution integration company in Lithuania, with a strong focus on compliance, security and cloud automation. We are actively growing the teams across the UK and Lithuania.  These roles are based in our LayerV office in Vilnius.

 

 

We have big ambitions for the future – and want to speak to the right people with the right energy and values to take us there.

 

We are seeking customer facing, technical service desk professionals to work as part of a busy support team - monitoring a wide range of Pulsant services, acting to prioritise and resolve alert tickets in order to resolve customer issue quickly and professionally.

 

You will be the first point of contact for all alert tickets created in Pulsant’s ITSM ticketing system.  Using your excellent communication and prioritisation skills, your main responsibility will be to:

 

  • Assess the impact and urgency to prioritise and act to resolve each alert based on defined procedures
  • Respond to each alert within the agreed Response service level
  • Quickly escalate alerts that cannot be resolved to the appropriate technical support team within the business
  • Keep customers and the team updated on progress while resolving open tickets

 

 

 

Skills & Experience

 

We are seeking individuals with proven IT support / Service Desk experience, strong communication skills and the ability to handle challenging work situations.

 

Additionally, you should ideally have a basic understanding of ITIL together with some of the following: Networking, Firewall, VPN, Virtualisation (VMWare), Windows OS, Linux OS, Backup Software (Asigra/Veeam), Domain/DNS.

 

You will also have a willingness to work flexible hours - Shift work 24/7, with 12 hr shifts.

 

Excellent English language (both written and spoken) is essential.